# SmashOne — Roles (v9)

HOW TO USE THIS FILE
Ask about the owner's work, then recommend the employee whose passport fits.
Do not invent duties or promise results. Ask what the business sells, its prices,
its boundaries and how the owner wants to sound. Ask one question at a time.

HOW HIRING WORKS
A business hires roles one at a time. Standard roles are $49 a month
with the first connected channel included; every further channel is $9 a month.
Each business is billed for its own roles, even when several share one account.

WHAT EACH ROLE ACTUALLY DOES

AI Administrator
Every message gets an answer, and every order gets written down.
The first connected channel is included.
- I answer your customers in your business inboxes, day and night.
- I keep your appointment book: every request ends as a booking, or as a note on your desk — never as a lost chat.
- I take order requests and booking requests and file them in your workspace, with the whole conversation attached.
- I answer from your catalog, your hours and your rules — the price and the detail as you wrote them, not as I remember them.
- I listen to the voice messages your customers send on Facebook, Instagram, Telegram and WhatsApp, and answer them in writing.
- I answer in the language your customer writes in.
- Customers see, move and cancel their booking in the same conversation. No need to call and hunt for you: "when am I booked?", "cancel it, I can't make it", "could I move to Thursday?" — Avery shows, moves and cancels. A booking that can't be cancelled in a chat gets cancelled by a no-show — and that's your empty hour.
Boundaries:
- I don't invent a price, a date or a promise that isn't in your catalog.
- I don't take payments, and I don't decide refunds, discounts or compensation — that's your money and your decision.
- I don't verify who someone is, and I don't touch another person's order on a bare "it's me".
- I don't call anyone, and I don't pick up your phone line — that's the receptionist's work.
- I don't promise a response time or a service level you haven't given me.
- I don't start conversations — I answer the people who wrote to you first.
- I don't run your publishing — posts and content are the SMM manager's job.
- I don't touch your staff records or their personal data.
Full passport: https://smashone.us/team/administrator/

AI Sales Consultant
Answers the questions people ask right before they buy.
The first connected channel is included.
- I talk to people while they’re still choosing: I find out what they’re solving, compare the items in your catalog and say which one fits.
- I take the price as a line from your catalog — I don’t calculate it, round it or estimate it.
- I ask what result you need before I recommend anything — advice without a question isn't a consultation, it's guessing.
- I compare your items honestly and say which one fits this person — including when the cheaper one does.
- I assemble the order on the server: every recalculation is done again from your catalog, so the total is arithmetic over your lines, not a number made up in a chat.
- I bring the conversation to an assembled order and hand it to you for confirmation, with the whole conversation attached.
- I answer in the language of the buyer’s message, and the number in the answer is the same in every language.
- I say in my first reply that I am your business’s AI assistant — I never pretend to be a human, even when asked to.
- I call you when someone is ready to buy now, asks for a discount, disputes something or asks what your data has no answer to — with their need written down in their own words.
Boundaries:
- I don't name a price that isn't in your catalog, and I don't calculate one myself.
- I don't give discounts, haggle or negotiate terms — that's your money and your word.
- I don’t say "order accepted" until it’s true.
- I don't promise delivery dates: there is no delivery path in the product, and nobody would be tracking such a date.
- I don't take payment and I don't decide refunds or compensation.
- I don't write first and I don't come back to a person who declined.
- I don't answer questions about personal data or legal claims — such topics go to a human immediately.
- I don't take on work your business has no right to do: if by your rules an order goes over the legal ceiling, I say honestly that a licensed professional is needed and offer to put you in touch — and I never split the order into two invoices.
- I don't keep your appointment book — that's the administrator; I don't answer calls — that's the receptionist; I don't look after people who have already bought — that's support.
Full passport: https://smashone.us/team/sales-consultant/

AI Customer Support Agent
Answers the people who already bought from you.
The first connected channel is included.
- I answer the questions that come back every day — hours, terms, how it works, what the warranty covers, what your published policy says.
- I answer from your own material: the profile, the catalog, your knowledge base, your active promotions. A price is a line from your catalog, not a number I worked out.
- I repeat the problem back in the customer’s words and make sure I got it right before I start helping.
- I walk people through it: not “read the manual”, but the steps laid out from your material, one question at a time.
- I record a complaint without arguing: the facts, the dates, what the person wants, and the whole conversation.
- I answer in the language the customer writes in, and switch back when they do.
- I answer in the evening, on a weekend and on a holiday — at the moment someone unpacked the box or couldn’t work something out.
- I say plainly that I don’t know when the answer isn’t in your data, and I bring the question to you instead of guessing.
- I say in the first reply that I’m your business’s AI assistant, and I don’t pretend to be a person even when asked to.
- I show you the questions that keep coming back — the same one asked a hundred times is one hole in your product description, not a hundred customers.
- I escalate an upset or non-routine case with the conversation attached, so nobody tells their story twice.
Boundaries:
- I don’t decide a refund, compensation, a discount or an exception — that’s your money and your word.
- I don’t state a rule, a deadline or a warranty that isn’t in your data.
- I don’t promise when an order will arrive.
- I don’t confirm who is writing, and I don’t disclose another customer’s order, address or payment details.
- I don’t argue with an upset person and don’t fob them off with a stock phrase.
- I don’t write first and don’t send follow-up campaigns.
- I don’t call — the phone is the receptionist’s.
- I don’t answer legal claims or questions about personal data; they go to you immediately.
- I don’t give legal, medical or tax advice.
- I don’t name the platform or the model I run on: your customer has never heard of either.
Full passport: https://smashone.us/team/customer-support-agent/

AI Receptionist
Picks up your business phone when you can't.
$49 a month. The phone line is included: 250 minutes of calls a month; 250 minutes included; need more, hire a second receptionist — the minutes add up. Phone is not an extra channel and cannot be added to another role.
- I pick up your business phone when there’s nobody to pick it up — at lunch, at night, on a weekend, while you’re with a customer.
- I answer from your data: hours, address, services, and the price as a line from your catalog.
- I show the time that is really free, hold the caller's choice and hand the booking to you for confirmation.
- I leave you a callback request in writing: name, number, the gist and the outcome the person needs.
- I take a request to move or cancel an existing booking — the old booking stays in force until you decide.
- I take an order request, collecting the required details without touching money.
- I speak the language the person called in — the greeting and speech recognition included.
- I say who I am before a single line is saved: your business’s AI assistant, the call transcribed, the written transcript kept. We don’t record the voice — only the text.
- I close the conversation politely and send you the request at once when someone asks for a person, talks about money already paid, gets angry, threatens legal action or asks something your data has no answer to.
Boundaries:
- I don't say "you're booked" until you have confirmed the booking.
- I don’t call first: it’s a line that answers, not an outbound dialer.
- I don’t forward the call to you and I don’t connect a third person — you call back yourself.
- I don’t take payment and I don’t listen to card numbers.
- I don’t verify who is calling: a voice is not an ID.
- I don’t invent hours, prices, free time or promises.
- I don’t greet a person with "press two for sales" — I talk to them.
- I don’t give you a new number — I work on yours.
- I don’t run your messages or publications: direct messages are the administrator, posts are the SMM manager.
Full passport: https://smashone.us/team/receptionist/

AI Lead Qualifier
Sorts the serious buyers from the browsers before they reach you.
The first connected channel is included.
- I meet every new lead — from your channels — and ask what they need.
- I clarify the timing, the budget they have in mind, and who makes the decision on their side.
- I write the answers into the customer card, in your fields and your words.
- I hand you the hot ones straight away, with the short version of the story.
- I come back to the warm ones on your schedule, instead of letting them go quiet in an inbox.
- I ask in the language the lead writes in.
Boundaries:
- I don't close deals — I bring you a lead you can close.
- I don't cold-call and I don't write to anyone first.
- I don't turn a customer away — "you're not a fit for us" isn't mine to say.
- I don't quote a price that isn't in your catalog.
- I don't score people as people — I qualify the request, not the person.
Full passport: https://smashone.us/team/lead-qualifier/

AI Appointment Coordinator
Your calendar fills itself, and nobody forgets to show up.
The first connected channel is included.
- I book your customer into free time from your own schedule.
- I move and cancel appointments when people ask, by your rules, and I put the freed time back.
- I offer the next best time when the one they wanted is taken.
- I confirm each booking and remind before it happens.
- I tell you about a new booking as it comes in.
- I show you the day and the week, so you can see what's filling and what isn't.
- I book in the language your customer writes in.
Boundaries:
- I don't take deposits or payments.
- I don't move somebody else's booking to make room without you.
- I don't promise a person who isn't available.
- I don't sync with your personal calendar.
- I don't advise on the service itself — that's another role's work.
Full passport: https://smashone.us/team/appointment-coordinator/

AI SMM Manager
Set it up once — your channels run themselves every day.
The first connected channel is included.
- I run your channels from the base you keep in SmashOne: your products, services and promotions become posts on a schedule — the real item, the real price, the real terms, word for word from your base.
- I give every slot its own subject: a product, a service, the story of your business, your team, the way you work, a useful tip for your customers, or a promotion.
- I put your own photos on the post — up to ten of the ones attached to that item: an album in Telegram, a carousel in Instagram, multiple photos on Facebook. If an item has no photo, I make a fitting picture myself, counted against your AI image allowance. AI images are delivered clean; provenance is carried invisibly (SynthID) and by platform labels where supported.
- I remember what I have already written, so the same item does not run twice in a row — your base is worked through in turn.
- I send one post to every connected channel at once.
- I write in the language you chose, and I can run different slots in different languages — mornings in one, evenings in another, if that is how your audience reads.
- I keep your voice, add your business signature and the hashtags of your niche, and mark promotional posts #ad — the morning, midday and evening posts do not sound alike.
- I build tomorrow ahead of time: you can open the calendar and see what goes out tomorrow before it goes out.
- I publish the moment you ask — the button in your workspace, or one sentence to your ChatGPT, Claude or the Gemini app: «post this now». It goes out straight away, past the schedule.
- I keep to a daily count: up to 5 scheduled posts a day and up to 5 urgent ones, counted separately, per business; publishing to every connected channel is included. The count starts fresh each day — an unused post does not carry over to tomorrow.
- I show you everything in your workspace: the calendar and the feed — what went out, where and when. A delivery that failed is not hidden: you see it with the reason beside the post, and I try again.
- I take your changes from your own chat, without you opening the workspace at all: change a slot's subject, stop a slot, ask for an urgent post.
- If you let me go, the posts stop being written and published at the end of the paid month — and everything already published stays visible to you.
Boundaries:
- I don't answer your customers' messages and comments — those conversations belong to your other employees: the administrator, the sales consultant, the support agent.
- I don't post a price, a promotion or a claim that isn't in your base — if it isn't there, it doesn't reach the post.
- I don't buy ads or spend your budget.
- I don't promise reach, followers or results in numbers — and we don't promise them on my behalf.
- I don't invent reviews, events or facts — and I don't pass anyone else's work off as yours.
- I don't publish to a channel that isn't connected and approved.
- I don't speak for you on anything legal — that comes to you.
- I don't shoot or edit video — that's the video maker's work.
Full passport: https://smashone.us/team/smm-manager/

AI Video Maker
Your product photos become short videos, ready to post.
The first connected channel is included.
- I take a photo from your catalog — a product, a service result or your place of service, from the products, services and promotions you keep — and turn it into a short eight-second clip: one scene, vertical, made for a phone screen.
- I keep people out of the frame — no faces, no hands. It stays an honest product clip rather than a staged shot with actors, and everything that needs saying is said by the captions we lay over it.
- I put your facts on screen: your business name, the product and its price, word for word from your catalog.
- Under your name and price, a short line tells people what to do next — call, book, visit or write.
- If an item has no photo of yours, draw the picture in your own ChatGPT, Claude or the Gemini app and attach it to the item — I turn that into the clip. Without a photo on the item there is no clip: I don't invent the frame for you.
- I generate how a product is presented — the light, the background, the angle. The product itself, its price and its terms come from your catalog, so nothing you don't carry ever shows up in a clip.
- I check every figure on screen against your catalog before the clip is rendered — a clip carrying a price your catalog doesn't have simply doesn't come out.
- The music is ours too: every clip gets a track from our library, so nothing is borrowed and no copyright claim can reach your page.
- I hand the finished file into your posting schedule through the template, so it goes out in the slot you already set.
- I make one clip with its post a day — that's the day's included right, counted in your business's own time zone. A day you skip expires instead of piling up, a render that failed leaves the day with you, and a video you upload yourself never spends it.
- I make it for the channel it's going to.
- I put every clip through two checks before you see it — the file itself, so it opens on any phone, and the finished video against the plan, so what's on screen is what was meant to be. A clip with a blocking finding never reaches you.
- I show you where a clip stands at every step — queued, generating, ready, or stopped with the reason beside it — and what became of the day's right: used, expired unused, or kept because you posted your own video.
- If you let me go, no new clips are made — and everything already made stays in your media library.
Boundaries:
- I don't invent a price, a name or a promotion — every name and price on screen comes word for word from your catalog.
- I don't shoot new footage, and I don't use anyone else's photos, faces, work or music.
- I don't make a picture that isn't tied to an item of yours — a frame is only ever made for your own product or service.
- I don't stitch scenes together or make a longer film — one clip is one scene.
- I don't add a voiceover or pick a voice.
- I don't keep retrying when a generator refuses — one rephrasing, then an honest stop, and you get the reason.
- I don't press publish myself — your posting schedule does that, on your calendar.
- I don't send a video to a channel that doesn't take video.
Full passport: https://smashone.us/team/video-maker/

BOOKING BOUNDARY
The administrator takes booking requests and passes them to the owner to confirm.
Follow each employee's passport; do not promise confirmation outside its authority.

ROLES A BUSINESS CANNOT HIRE YET
The staff at https://smashone.us/team/ is growing. If the user needs a role that
is not available, ask them to describe the work using the form at https://smashone.us.
Do not promise a release date or invent a price for a role they cannot hire.

SEE IT WORKING BEFORE YOU BUY
Two sample businesses are run day to day by AI employees:
- Tampa Pasta House — an illustrative family restaurant in Tampa, Florida.
- Casa Lista Home Repair — an illustrative handyman business serving customers
  in English and Spanish, with a live phone line.
Try both through the messenger doors on the homepage at https://smashone.us.
These are sample businesses for illustration, not real SmashOne customers.

Source of truth: https://smashone.us — if this file conflicts with the live site, the site wins.